I’m thinking the username or email address of the requestor as all users will be privileged and have read-only access into their respective queues. I’m controlling this access by group rights.
KevinFrom: Andrew Xenides [mailto:email@example.com]
Sent: Mon 6/20/2005 5:45 PM
To: Kevin Sonney; firstname.lastname@example.org
Subject: RE: [rt-users] Auto-change queue based on requestor
What criteria are you basing the queue on, for example, will it be the subject of the email that is sent, or the email address of the requestor, or specific key words in the body of the message?
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From: email@example.com [mailto:firstname.lastname@example.org] On Behalf Of Kevin Sonney
Sent: Tuesday, 21 June 2005 9:26 AM
Subject: [rt-users] Auto-change queue based on requestor
I'm looking for some help with a scrip for the following design.
We will have one email address to submit issues to.
We will have multiple queues based on organizational unit, i.e. Accounting, Real Estate
Users of a specific organizational unit will be a member of a group with the same name as the queue.
I'm trying to write a scrip to determine the group of the requestor, then move the ticket to that requestor's queue.
Unfortunately, I'm not very good at perl and I'm having a hard time with the RT API. I'm hoping somebody out there has done something similar to this and is willing to share their code. I found the AutoChangeQueue on the wiki but I'm having a hard time tweaking it for what I'm trying to do.
Thanks in advance,